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Dual Account Customer FAQ

This article will help iiNet customers who have services across two billing systems understand the differences between their two iiNet accounts and how they can manage their services. We call these customers "dual account" customers.

Select one of the links below to jump to a query:

iiNet is currently in the process of implementing a new billing system behind the scenes. It's a gradual process to release our existing broadband products on this billing system. Currently, services are only provisioned in our new billing system for:

  • New customers for NBN & ULTRA Broadband FTTB
  • Existing customers upgrading to NBN or ULTRA Broadband FTTB

In some cases, existing customers may also have iiNet services which aren't yet available in the new billing system. That means that they'll have two accounts which need to continue indefinitely until such a time that we're able to get all of their services in the new billing system. We call this situation a "dual account".

 

Nope. Simply use the standard contact information available on our Contact Us page and follow the prompts to get through to the department you need.

 

Yes. Each billing system will issue its own invoice for the services on each account. Don't worry, though - you won't be billed twice for the same service as one service can only exist in one billing system. You'll receive your invoices via email as usual and payment will be automatically debited from your nominated bank account or credit card in time for the due date.

These invoices look different. At a glance, you can see that it's pretty easy to tell which is which. You can also take a loot at the services which are listed on your invoice to confirm which is which.

Invoice from existing billing system
This will include services such as Mobile Voice & BizPhone		 Invoice from new billing system
This will include your NBN™ or FTTB service
Old invoice example New invoice example
Learn more about billing periods for this invoice Learn more about billing periods for this invoice

 

Just like dual account customers have two different invoices, there are two different versions of Toolbox to use to manage your account online; one for your services in our existing billing system, and one for your services in our new billing system.

You can log into either Toolbox from the same place, our main login page at https://toolbox3.iinet.net.au/. The trick to getting one Toolbox or the other is the credentials you use to log in.

Toolbox for existing billing system
Manage services such as your iiNet mailbox, Mobile Voice & BizPhone
 Toolbox for new billing system
Manage your NBN™ or FTTB service
 Log in at https://toolbox3.iinet.net.au/ with the username and password for the iiNet mailbox associated with your iiNet Mobile service, or any existing iiNet broadband services you may have. Log in at https://toolbox3.iinet.net.au/ with the username and password associated with your iiNet ULTRA Broadband or NBN™ service.
 
Old Toolbox example New Toolbox example
Learn more about what you can do in this Toolbox Learn more about what you can do in this Toolbox

if you've forgotten your password for either Toolbox, please use our password recovery tool.

 

From time to time, you may need to check out a guide on iiHelp to read up on how to do something related to your iiNet account or services. The majority of articles, such as those for troubleshooting services, can be used by any iiNet customer, regardless of which billing system their services are in. However, some articles, particularly those about billing and Toolbox, have different information that's relevant to either our existing billing system, or our new billing system.

So, how do you get the information you're looking for? It's pretty simple. Currently, articles for our existing billing system are shown by default. Whenever an iiHelp article has another version available with information relevant to our new billing system, you'll see a banner like this across the top of the article:

Banner example

Click the text "You can change this selection at any time" to bring up a window where you can confirm your billing system in one of two ways. First, you can choose between the two different invoice designs (the existing invoice design is on the left and the new invoice design is on the right):

Old and new advice picker example

Or secondly, you can choose between the two different Toolbox layouts. The Toolbox for the existing billing system is on the left and the Toolbox for the new billing system is on the right:

Old and new advice picker example

Once you've made a decision, you'll be taken to the relevant article and the banner will update. Just like before, if you need to switch back, you can click the text "You can change this selection at any time" to switch your decision.

Banner example